Trek warranty does not work with Spanish importer.
jjpsdc
Posts: 5
In February 2016 I acquired a Procaliber 9.8 here in Portugal. At that time we still had in Portugal Trek representation by the Importer, which unfortunately no longer represents you.
About eight months ago, he jumped some paint from the frame next to the Iso Speed pivot.
I told the store where I bought the bicycle, which informed me that now we would have to contact another store, because they no longer had your representation.
We spoke with with a Trek bike shop here, who immediately made available to send the photos and the process to Spain.
Here comes my huge dissatisfaction with the care provided by these representatives. After so many years and after taking months to give us an answer, this week I got on the phone and I called them myself.
It was then that I was told the least I experienced coming from a brand that I had until recently considered with some prestige.
Your Specialist Technician, as he called himself, told me the following: "The guarantee will not work in this case because what happens in the frame of the bicycle was caused by an external object foreign to the functioning of the equipment.
Throughout my 50 years, I have already bought 7 brand bikes. I do not think I deserved such a response from the brand.
Photos:
https://goo.gl/photos/rmY1ug11PPvYFm6o6
https://goo.gl/photos/yePHv1NfCV3hRYXH8
https://goo.gl/photos/aDrCKP21N6j5ffWDA
About eight months ago, he jumped some paint from the frame next to the Iso Speed pivot.
I told the store where I bought the bicycle, which informed me that now we would have to contact another store, because they no longer had your representation.
We spoke with with a Trek bike shop here, who immediately made available to send the photos and the process to Spain.
Here comes my huge dissatisfaction with the care provided by these representatives. After so many years and after taking months to give us an answer, this week I got on the phone and I called them myself.
It was then that I was told the least I experienced coming from a brand that I had until recently considered with some prestige.
Your Specialist Technician, as he called himself, told me the following: "The guarantee will not work in this case because what happens in the frame of the bicycle was caused by an external object foreign to the functioning of the equipment.
Throughout my 50 years, I have already bought 7 brand bikes. I do not think I deserved such a response from the brand.
Photos:
https://goo.gl/photos/rmY1ug11PPvYFm6o6
https://goo.gl/photos/yePHv1NfCV3hRYXH8
https://goo.gl/photos/aDrCKP21N6j5ffWDA
0
Posts
In most cases your warranty is with the retailer, they can involve the importer or parent company if they want but your actual argument is with them, so the fact they 'no longer had representation' isn't at al relevant and it's their job to sort it the hell out.
That Said the argument seems to be the rider hit something (or something hit the bike) which is clearly not something that is under warranty.
Your description of the damage doesn't really make sense and the images seem to be hidden by security so no help at all.
retired 9.6kg Carrera Kraken
The Carrera Hardtail combined thread - come on all you Carrera's!
The Sons Scott Genius RC20 build
I dont see anything in your description of the problem that say it is anything but a paint chip.
I do not want a new frame, just another kind of response for those who have hitherto preferred the brand. I do not think anyone who bought so many bikes from them deserves to hear, that what appears in the photos was provoked.
Good weekend to everyone.
There is no secret ingredient - Kung Fu Panda
London Calling on Facebook
Parktools
Good customer service involves honesty it sounds like trek where honest in there position i see nothing wrong in that.
If mountain bike manufacturers had to respray frames every time someone got a stone chip, they won't be in business long!
OP posted a couple of addresses as
https://photos.google.com/photo/AF1QipN ... RfhigG1LbB
There is no secret ingredient - Kung Fu Panda
London Calling on Facebook
Parktools
Here are the photos of my bike.
https://goo.gl/photos/rmY1ug11PPvYFm6o6
https://goo.gl/photos/yePHv1NfCV3hRYXH8
https://goo.gl/photos/aDrCKP21N6j5ffWDA
Is it possible to see ???
Thanks
There is no secret ingredient - Kung Fu Panda
London Calling on Facebook
Parktools
retired 9.6kg Carrera Kraken
The Carrera Hardtail combined thread - come on all you Carrera's!
The Sons Scott Genius RC20 build
Many thanks to the excellent work of my Friend.
When the guarantee does not work the solution is to actually start to dance.
Trek never again.
https://goo.gl/photos/rmY1ug11PPvYFm6o6